Quote from: AmoreJaz on September 01, 2023, 11:57:58 PM

Quote from: dothebeats on September 01, 2023, 11:52:49 PM

There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.

and before they know it, it was already too late. their patrons already gave them negative feedback, when in fact, it was the customer support who assisted him didn't know what he's doing. i believe, such situations really do happen. as the owners can't monitor all the time what their agents are telling to their clients. but if the issue is already big enough, that's when they will do further scrutiny of the issue and they may likely find that it was not being handled accordingly.

Damage control is what a lot of platforms do best and not damage prevention. These things could easily be avoided had they chose candidates for the job that are really willing to learn the ropes and provide actual customer service. While the platform itself may not really be doing something wrong, in this case it's the customer rep that stoke the flames that could have been put out easily if they know what to say.

Quote from: iv4n on Today at 01:03:15 PM

Quote from: steve5946 on September 01, 2023, 07:51:23 AM

...
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

There are tons of skilled people out there that can do the job for roughly the same amount. It's just that the recruitment team of these platforms are not doing their best to filter the applicants before sending them to final interviews. Also, I believe that customer reps should have continuous learning of the product or service they are trying to 'support' and not just be another salaryman that only takes and takes but never tries to give a little something for the job.